As mentioned, the health and safety of our employees are of the utmost importance. We have enhanced our cleaning protocols and continue to monitor the information provided by public health in regard to COVID-19 to make informed decisions.

We have made the decision to implement a Work From Home policy for many of our First National team members beginning Monday, March 16, 2020. We have the technology infrastructure and tools in place to make it easy for our employees to effectively support you from anywhere.

For more information and to stay up to date, you can visit the Government of Canada’s COVID-19 information page (canada.ca/coronavirus or call 1.833.784.4397) or the World Health Organization’s information page (https://www.who.int/emergencies/diseases/novel-coronavirus-2019).

First National’s call centre will continue to stay open. Our team is available to answer any questions you may have about your mortgage.

Please note that you may experience higher than normal wait times. All payment assistance requests must be made online through My Mortgage. For all other requests, we encourage you to visit My Mortgage, where you can continue to manage your mortgage online, 24/7.

Your patience is appreciated, and we thank you for your understanding.

We appreciate the urgency of the situation surrounding COVID-19, but we ask that customers do not come to our corporate offices as the majority of our staff is working from home and we are not equipped to assist customers in person. 

If you are experiencing financial hardship due to COVID-19 and need payment assistance please log into your My Mortgage account and submit a payment assistance request. 

All payment assistance requests must be made through My Mortgage. Emails will not be accepted.

Please note: Requests for payment assistance are subject to approval and you may be asked for additional documentation.

We appreciate that there may be requests to self-isolate, a pause to regular employment or other work-related matters resulting from COVID-19 that may impact you.

If you are experiencing financial hardship and need payment assistance please log in to your My Mortgage account and submit a payment assistance request.

All payment assistance requests must be made through My Mortgage. Emails will not be accepted.

Please note: Requests for payment assistance are subject to approval and you may be asked for additional documentation.

We commit to working with our customers on a case-by-case basis.

If your tenant is unable to pay rent and you need to request mortgage payment assistance, please log in to your My Mortgage account and submit a payment assistance request.

All payment assistance requests must be made through My Mortgage. Emails will not be accepted.

Please note: Requests for payment assistance are subject to approval and you may be asked for additional documentation.

First National’s privilege payments are flexible and can be altered/stopped with adequate notice. Given the unprecedented volume of requests, our turnaround times have increased, and it will take longer than normal to get back to you. If you have utilized your privilege options and would like to remove them in order to pay your regular principal and interest payment, please send us a request via the Contact Us page on My Mortgage. You can reduce your payment by removing your 15% payment increase and stopping all ongoing lump sums or double up payments.

If you still cannot afford your regular principal and interest payment and require payment assistance, please a request for payment assistance through My Mortgage. 

Please note: Requests for payment assistance are subject to approval and you may be asked for additional documentation.

If you are experiencing financial hardship and need payment assistance please log in to your My Mortgage account and submit a payment assistance request.

If you have already submitted a request for payment assistance, we will answer your inquiry as soon as we can. Please be advised that if your payment is in less than 7 days, a payment may be withdrawn

All payment assistance requests must be made through My Mortgage. Emails will not be accepted.

Please note: Requests for payment assistance are subject to approval and you may be asked for additional documentation.

We are experiencing an unprecedented volume of calls and emails and are committed to getting back to each of our customers to discuss their payment assistance options.

If you are experiencing financial hardship and need payment assistance please log in to your My Mortgage account and submit a payment assistance request.

If you have already submitted a request for payment assistance, we will answer your inquiry as soon as we can. Please be advised that if your payment is in less than 7 days, a payment may be withdrawn

All payment assistance requests must be made through My Mortgage. Emails will not be accepted.

Please note: Requests for payment assistance are subject to approval and you may be asked for additional documentation.

If you no longer require financial assistance, you can request to cancel your mortgage payment deferral by filling out the deferral cancellation form on My Mortgage. Requests made through email or over the phone will not be accepted. 

Please note that if your next scheduled payment is due in less than 7 days, your mortgage deferral cancellation may not take effect until the payment that follows. 

Please note: By filling out and submitting the form, you are requesting to end the deferral of your mortgage payments. If you are only looking for information, we ask that you contact us by phone at 1.888.488.0794.

If you are a commercial borrower experiencing financial hardship due to COVID-19, please email our Payments team at commercial.payments@firstnational.ca. All commercial mortgages will have a mortgage number starting with a 5 or an 8. 

If your mortgage number does not begin with these numbers, please log in to My Mortgage to request a mortgage deferral.

As of September 30 2020, the mortgage payment deferral program will be ending, and your mortgage payments will restart on the date advised in your mortgage deferral confirmation email. If you are still experiencing financial hardship and require payment assistance, we are committed to working with you. Please log into your My Mortgage account and submit a mortgage payment assistance request.

All payment assistance requests must be made through My Mortgage. Emails will not be accepted.

Please note: Requests for payment assistance are subject to approval and you may be asked for additional documentation.

If you cannot access your My Mortgage account or are locked out, please contact us at 1.888.488.0794 to unlock your account.